Help Desk Technician

Ginkgo; Charlotte (NC); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive pay with incentives

Paid time off & holidays

401(k) with match and stock options

Parental leave

Job summary

Ginkgo Residential LLC is seeking a Level 1 Help Desk Technician to be the frontline IT support for our Charlotte office. The role involves resolving hardware, software, and network issues for employees and external clients, with on-site visits at least once a week.

You will work in a team environment at our corporate office in Uptown Charlotte, perform post-visit follow-ups, and maintain thorough documentation in the ticketing system.

Qualifications

• Experience in technical support or related field is advantageous.
• Proficiency with Windows 11 operating system.
• Experience with writing/using basic scripting languages such as PowerShell is preferred.
• Strong troubleshooting skills to diagnose and resolve hardware and software issues.
• Excellent communication and customer service skills to explain technical concepts clearly.

Responsibilities

• Respond to support requests via phone, email, and ticketing system.
• Provide timely assistance or escalate issues as needed.
• Diagnose hardware/software issues and apply effective solutions to minimize downtime.
• Perform on-site visits to client locations at least weekly and report to the Corporate Office when not onsite.
• Collaborate with IT team and participate in meetings to drive IT projects and improvements.
• Maintain detailed records of all support activities in the ticketing system.

Skills

Customer service

Troubleshooting

Communication

Ticketing system

Remote/onsite support

Tools

Windows 11

PowerShell

Active Directory

Office 365

Job description

• Full-Time
• On-site

Locations

Ginkgo Residential Corporate Office
200 S College St
Charlotte, NC 28202, USA

Description

As a Level 1 Help Desk Technician, you will serve as the frontline support for our organization, delivering technical assistance to both internal employees and external customers. Your role will be pivotal in resolving IT-related issues, ensuring smooth operations, and maintaining high levels of user satisfaction. You will be responsible for providing efficient solutions to a diverse range of hardware, software, and network problems while demonstrating exceptional critical thinking and troubleshooting skills.

Responsibilities:

• Respond to incoming support requests via various channels, including phone, email, and our ticketing system.
• Handle inquiries professionally and with a sense of urgency, aiming to provide immediate assistance or elevate issues as needed.
• Utilize your technical expertise to diagnose and resolve hardware and software issues, analyzing problems systematically and applying effective solutions to minimize downtime.
• Conduct on-site visits to client locations at least once a week, ensuring that technical problems that cannot be resolved remotely are addressed promptly, and outstanding service is delivered in person. When not on-site, this position will be expected to report to our Corporate Office in Uptown Charlotte.
• Spend four days per week at the corporate office, where you will work alongside the IT team, participate in team meetings, and contribute to ongoing projects, fostering a collaborative and cohesive work environment.
• Maintain comprehensive records of all support activities, solutions provided, and interactions in the ticketing system. These records will serve as valuable knowledge resources and aid in maintaining a smooth support workflow.
• Assist with basic Active Directory tasks, such as user account management and group policy adjustments. Additionally, your knowledge of Office 365 will contribute to administering and supporting these applications.
• Collaborate effectively with fellow IT team members, sharing insights and working together to tackle complex technical challenges and provide outstanding support to end-users.
• Actively contribute ideas and suggestions to enhance IT processes and procedures, striving for continuous improvement and increased efficiency within the team.
• Perform after-hours server backups once per week.

Requirements:

• Proven experience in technical support or a related field is advantageous but not mandatory.
• Proficiency in Windows 11 operating system.
• Experience with writing and using basic scripting languages such as PowerShell preferred but not mandatory.
• Strong troubleshooting skills to efficiently diagnose and resolve hardware and software issues.
• Exceptional critical thinking and problem-solving abilities to address technical challenges independently and creatively.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users clearly and patiently.
• Basic knowledge of Active Directory is preferred, with an understanding of user account management and group policies.
• Familiarity with Office 365 administration and troubleshooting is a plus.
• Ability to work autonomously and in a team environment, displaying adaptability and versatility as needed.
• Strong organizational skills with keen attention to detail to manage support activities and documentation effectively.
• Flexibility to travel to client locations as needed.
• Valid Driver’s License

About Ginkgo Residential LLC

Company Overview

Ginkgo Residential LLC is an integrated multifamily investment, management, and redevelopment company based in Charlotte. We currently manage over 11,000 apartment homes across more than 50 communities throughout the Carolinas, delivering quality, value, and exceptional service to our residents.

At Ginkgo, our work is guided by our core values: People Come First, Rooted in Sustainability, Act with Purpose, and Cultivate & Elevate. These principles shape how we serve our residents, support our teams, and care for our communities.

What We Offer

We provide a supportive environment that encourages professional growth and advancement while living our value to Cultivate & Elevate our team members. Our comprehensive total rewards package includes:

• Competitive pay with performance incentives
• Generous PTO, holidays, Work Anniversary Day Off, and Paid Volunteer Time
• 401(k) with match, stock options, and professional growth opportunities
• Supportive, dynamic work environment with housing perks and parental leave

DISCLAIMER/OTHER DUTIES

This document describes the position currently available and serves only as a summary of the typical functions of the job. It is not an exhaustive or comprehensive list of all possible job responsibilities. Tasks, responsibilities and duties of the jobholder may differ from those outlined. Other duties, as assigned might be part of the job. It is not an employment contract. Our company reserves the right to modify job duties or job descriptions at any time.

Ginkgo Residential LLC is an Equal Opportunity Employer

An equal opportunity employer, Ginkgo Residential treats each individual fairly in all employment decisions without regard to race, color, gender, religion, age, sex, gender identity, national origin, sexual orientation, veteran, disability or any other protected status by federal or local law.

Ginkgo Residential LLC participates in E-Verify

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.